Call Center Training Articles
Our Consultant team produced all of the articles below. Please e-mail us if there is a topic you would like to see. We will be happy to send you an article on that topic, if we have it.
Floor-Coaching and Management
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Supervisors: You Are The Key To Call Center Success
Contact centers can measure virtually everything. There are the obvious measurements, like average call lengths, sales, and customer satisfaction ratings. Some centers have vast Quality Assurance groups that observe each telephone agent a minimum number of times each month and create reports for management. Workforce management software systems are now the rage, offering great ways to save money and new ways to measure performance. No matter what your center focuses on, though, the supervisor or floor manager is the key to success.… Read More » |
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Is Your Center A True Sales Center?
Sometimes companies want their people to sell, but either don't provide telephone associates with the right tools and compensation, or they try not to make a big deal of the sales component. Introducing sales expectations will be a big deal. Whether or not to introduce sales is a question that every company will attempt to answer. And sales is not for everybody. But if we are going to do it, it is imperative that we do it right.… Read More » |
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Call Center Floor Management: Coaching Fundamentals
The following fundamentals come directly from our Call Center Floor Management workshop. Each one will help you with a different aspect of coaching on the call center floor. Please e-mail us when you have had success with any of the tips that follow.… Read More » |
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Successful Coaching Strategies: "On-The-Fly" Coaching
Of all the coaching processes, strategies and tips that we have seen or introduced throughout our client base, this one tops them all. "On-The-Fly" coaching is unrivaled by other coaching techniques, even if your supervisors and floor managers are not great coaches at the outset.… Read More » |
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Making Your Service-To-Sales Center Thrive
Service and support centers are unique when it comes to sales. Many centers have introduced sales and sales quotas long after the service element has been cemented into the minds of the telephone associates (customer service reps). "I wasn't hired to sell," or, "Pushing products on callers isn't providing excellent service," are common complaints.… Read More » |
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Overcoming Resistance to Selling or Anything Else
In most inbound sales or customer service call centers supervisors struggle with resistance. Some telephone associates resist selling because they “weren’t hired to sell.” Others resist because they believe that callers will buy what they want to buy, and everything else is just “pushing products on them.” Even in inbound sales centers (e.g. catalogue sales), many telephone associates will resist offering the top-end product first or cross-selling attempts.… Read More » |
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Strategies For Managing Difficult Agents
We have all had the experience of working with an employee that just doesn't seem to care. Many of these employees cause cancers within the center that are far worse than they seem on the surface. Other associates start to side with the negative employee. The supervisor becomes more distant and doesn't approach the employee. In the end, everyone loses.… Read More » |
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Transform Your Center By Celebrating Sales!
In many call centers, “Sales” is a dirty word. “We’ll call the agents ‘product specialists,’ not sales people.” Telephone associates dread the idea that they are selling anything to callers. Claims are made that all callers hate to hear cross-sell attempts and these attempts “blow up in our faces,” every time we try. If you ask just a few people you will hear all the reasons why selling is a bad idea.… Read More » |
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Ten Actions You Can Take Right Now To Improve Your Center's Sales Results
If it is time to increase your sales results, try several of the following techniques. Do not be hesitant to try some of the tougher ones. They will help you "mature" both your sales force and your floor-management.… Read More » |
